What is BPO or call center?
What is BPO or Call Center?
BPO (Business Process Outsourcing) is the practice of contracting specific business operations to a third-party service provider. A call center is one of the most common forms of BPO, where trained agents handle customer communication on behalf of a company—through phone calls, emails, live chat, or other channels.
In simpler terms, a call center is a centralized hub where customer service agents manage both inbound (incoming) and outbound (outgoing) communications. These centers can handle technical support, order processing, lead generation, appointment scheduling, surveys, and more.
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Difference Between BPO and Call Center
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A BPO is a broader term that covers outsourcing for a wide range of business tasks—such as HR, accounting, IT services, and customer service.
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A Call Center is a type of BPO that focuses specifically on customer interaction and communication.
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All call centers can be part of BPO, but not all BPOs are call centers.
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BPO providers may handle non-customer-facing tasks such as accounting, inventory management, or software development.
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Call centers primarily use phone systems, although many now offer omnichannel support including email, live chat, and social media.
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BPO aims to improve efficiency, reduce costs, and let companies focus on their core competencies by outsourcing non-core tasks.
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A call center aims to enhance customer experience by providing professional support and quick response times.
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BPO teams may include analysts, technical staff, accountants, or administrative professionals depending on the task.
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Call centers employ agents, supervisors, and quality assurance teams trained specifically in communication and customer handling.
All call centers are part of the BPO industry, but not all BPOs are call centers. The key difference lies in focus and functionality: BPO is a wide umbrella for various outsourced operations, while a call center deals specifically with customer communication and support.
